The player from Switzerland faced a blocked account with HornetBet, receiving no response from support after she provided documentation to prove her legitimacy. The account was blocked following a withdrawal attempt, despite there being no issues during previous deposits, which led to frustrations over the lack of clarification and payout. The Complaints Team was unable to proceed due to a lack of response from her, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future.
Hornetbet Casino - Player's account has been closed.
Closed
Our verdict
Player stopped responding
Amount: 9,000 CHF
Hornetbet Casino
Safety Index:Very lowCase summary
Discussion
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11 months ago
Translation
l: Account blocked for no reason – no response from support!
I received an email from HornetBet claiming that my information was supposedly the same as other players' (e.g., IP address, name, email, etc.). My account was then simply blocked.
I responded immediately with all the necessary documentation and proved that I was the legitimate account holder. I haven't received a response for over a week. No clarification, no payout, nothing.
As long as I was depositing, there were no problems – but as soon as I tried to withdraw, my account was suddenly blocked. That's completely unfair and untrustworthy!
Automatic translation:
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11 months ago
Dear margit87hansen,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you effectively, could you please provide answers to the following questions:
- Can you confirm whether you have any additional accounts with the casino?
- Is there any possibility that someone from your household or using the same IP also created an account at this casino?
- What documentation did you provide to verify your identity?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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11 months ago
Dear margit87hansen,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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11 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
